Performance measurement in the service business: the facilities management function
The nature of performance measurement has changed over the past few decades. Generally performance measurement indicates successful management in the fulfilment of organisation goals. In service businesses measuring customer satisfaction and service quality has become an industry standard and as FM...
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| Format: | Article |
| Language: | en |
| Published: |
2005
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| Online Access: | http://eprints.utm.my/1139/1/Maimunah.pdf http://eprints.utm.my/1139/ |
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| _version_ | 1845470412977209344 |
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| author | Sapri, Maimunah Kaka, Amar Alias, Buang |
| author_facet | Sapri, Maimunah Kaka, Amar Alias, Buang |
| author_sort | Sapri, Maimunah |
| building | UTM Library |
| collection | Institutional Repository |
| content_provider | Universiti Teknologi Malaysia |
| content_source | UTM Institutional Repository |
| continent | Asia |
| country | Malaysia |
| description | The nature of performance measurement has changed over the past few decades. Generally performance measurement indicates successful management in the fulfilment of organisation goals. In service businesses measuring customer satisfaction and service quality has become an industry standard and as FM is becomes more widely recognised as a component in the business value chain and corporate strategic objectives, the adoption of performance indicators that relate directly to the core business driver is key to success. This paper examines the state of knowledge of performance measurement in a facilities management context, expounds and reveals the role that performance measurement plays in the overall efficiency of the FM service function in relation to service business operation. The paper suggests that a fully developed performance measurement solution can deliver as a business tool whilst acting as a driver in the innovation process of service organisation. |
| format | Article |
| id | my.utm.eprints-1139 |
| institution | Universiti Teknologi Malaysia |
| language | en |
| publishDate | 2005 |
| record_format | eprints |
| spelling | my.utm.eprints-11392012-01-16T05:37:55Z http://eprints.utm.my/1139/ Performance measurement in the service business: the facilities management function Sapri, Maimunah Kaka, Amar Alias, Buang H Social Sciences (General) The nature of performance measurement has changed over the past few decades. Generally performance measurement indicates successful management in the fulfilment of organisation goals. In service businesses measuring customer satisfaction and service quality has become an industry standard and as FM is becomes more widely recognised as a component in the business value chain and corporate strategic objectives, the adoption of performance indicators that relate directly to the core business driver is key to success. This paper examines the state of knowledge of performance measurement in a facilities management context, expounds and reveals the role that performance measurement plays in the overall efficiency of the FM service function in relation to service business operation. The paper suggests that a fully developed performance measurement solution can deliver as a business tool whilst acting as a driver in the innovation process of service organisation. 2005 Article NonPeerReviewed application/pdf en http://eprints.utm.my/1139/1/Maimunah.pdf Sapri, Maimunah and Kaka, Amar and Alias, Buang (2005) Performance measurement in the service business: the facilities management function. Real Estate Educators and Researchers Association (REER) Seminar 2005 . (Unpublished) |
| spellingShingle | H Social Sciences (General) Sapri, Maimunah Kaka, Amar Alias, Buang Performance measurement in the service business: the facilities management function |
| title | Performance measurement in the service business: the facilities management function |
| title_full | Performance measurement in the service business: the facilities management function |
| title_fullStr | Performance measurement in the service business: the facilities management function |
| title_full_unstemmed | Performance measurement in the service business: the facilities management function |
| title_short | Performance measurement in the service business: the facilities management function |
| title_sort | performance measurement in the service business: the facilities management function |
| topic | H Social Sciences (General) |
| url | http://eprints.utm.my/1139/1/Maimunah.pdf http://eprints.utm.my/1139/ |
| url_provider | http://eprints.utm.my/ |